- Provide strategic leadership for the design, implementation and ongoing evolution of AFCA's Scams Prevention Framework external dispute resolution operating model
- Lead operational strategy, governance, capability and performance
- Establish scalable frameworks, organisational capability and assurance mechanisms for current and future demand
- Develop and implement SPF EDR strategic, business and operational plans
- Lead complaint intake, registration, Rules assessment, prioritisation and end-to-end dispute resolution
- Set the enterprise vision, strategy and operating model for Information & Insights, Reportable Matters and Data
- Own delivery against service standards, KPIs and timeliness measures
- Optimise workforce planning, resource allocation and workflow management
- Oversee quality, consistency, transparency and procedural fairness
- Lead and develop a high-performing operational workforce
- Drive process, systems and service-delivery improvements
- Embed equitable access across SPF operations
- Collaborate with member firms, regulators, consumer representatives and industry bodies
Requirements
- Extensive leadership experience in establishment and running of dispute resolution, complaints, regulatory or large-scale operational environments
- Demonstrated capability in operational performance management, workforce planning and change leadership
- Experience leading large teams through growth, transformation and complex operational challenges
- Industry experience in Digital, Telecommunications or Banking desirable
- Some understanding of complaint handling, jurisdiction assessment and customer service delivery beneficial
- Strong stakeholder engagement, influencing and decision-making skills
- Commitment to fairness, customer focus and continuous improvement
Core Competencies
Demonstrates extensive leadership in dispute resolution and operational management, with a focus on strategic planning, performance management, and stakeholder engagement. Proven ability to drive process improvements and ensure fairness and transparency in service delivery.
Highest-signal resume keywords
- Leadership Experience in Dispute Resolution
- Operational Performance Management
- Workforce Planning
- Stakeholder Engagement
- Change Leadership
Hard Skills
- Dispute Resolution
- Operational Strategy
- Governance
- Performance Management
- Complaint Handling
- Jurisdiction Assessment
- Resource Allocation
- Workflow Management
- Service Standards
- KPI Management
Soft Skills
- Influencing Skills
- Decision-Making Skills
- Customer Focus
- Commitment to Fairness
- Continuous Improvement
Industry Keywords
- Digital
- Telecommunications
- Banking
- Consumer Representatives
- Regulators
- Industry Bodies
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Director, Scams Prevention Framework Operations Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
